Client Services Manager

About the Role

We are looking for a dynamic, guest-centric, and relationship-driven Client Servicing Manager with a strong background in the hotel and hospitality industry. In this role, you will act as the primary bridge between our organization and our key clients, ensuring exceptional service delivery, client retention, and satisfaction.

The ideal candidate leverages their background in high-touch guest relations, front office management, or hotel sales/events to anticipate client needs, resolve escalations with grace, and build long-term, high-value partnerships.

Key Responsibilities

1. Client Relationship Management

• Serve as the main point of contact for key client accounts, building strong, trust-based relationships from day one.
• Understand client objectives, expectations, and pain points to deliver tailored solutions—emulating a five-star hospitality experience in a corporate setting.
• Conduct regular check-ins, business reviews, and feedback sessions to ensure high satisfaction and continuous improvement.

2. Service Delivery & Coordination

• Collaborate closely with internal cross-functional teams (operations, tech, creative, or account execution) to ensure seamless delivery of projects or services.
• Monitor service quality standards, ensuring all deliverables align with agreed Service Level Agreements (SLAs).
• Troubleshoot and resolve client issues or escalations swiftly, maintaining a calm, customer-first demeanor under pressure.

3. Retention & Growth (Cross-Selling/Upselling)

• Identify opportunities for account expansion, upselling, and cross-selling additional products or services.
• Drive client retention strategies to minimize churn and maximize the Lifetime Value (LTV) of accounts.
• Assist in contract renewals and negotiations.

4. Feedback & Performance Tracking

• Track and report on key account metrics, customer satisfaction (CSAT) scores, and health indices.
• Relay valuable client feedback to product, operations, and leadership teams to refine service offerings.

Candidate Profile & Qualifications

• Education: Bachelor’s degree in Hotel Management (HM), Hospitality Administration, Business Management, or a related field.
• Experience:
• 5 to 8 years of total experience, with at least 3–4 years specifically within upscale hotels, resorts, event management, or hospitality operations in a guest-facing or client-handling role (e.g., Front Office Manager, Guest Relations Manager, Event Sales Manager, or Corporate Concierge).
• Skills & Competencies:
• Exceptional emotional intelligence, active listening, and conflict-resolution skills.
• Impeccable verbal and written communication skills with a polished, professional demeanor.
• Strong project management capabilities with the ability to juggle multiple accounts simultaneously.

Proficient in CRM tools

Pay: ₹30,000.00 - ₹100,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person